Warranty&Return Policy

Warranty Region

This warranty policy applies only to e-bike purchases made through www.smartravel.co.uk.
Bikes purchased from third-party retailers or other online platforms should contact their original dealer for after-sales service.

All Smartravel e-bike owners are entitled to contact the Smartravel Customer Service Team for troubleshooting support throughout the lifetime of the bikes.

⚠️ Smartravel currently ships within the United Kingdom (Mainland only).
We do not ship to Northern Ireland, the Channel Islands, Isle of Man, or any British overseas territories.

Warranty parts will only be shipped within mainland UK.

Warranty Start

Smartravel warrants the products for a limited time from the date of delivery of the original purchase, against defects in materials and workmanship when used normally in accordance with Smartravel’s published guidelines.

The following table outlines the warranty timeframes and service terms for each component:

Item Parts Warranty (Months) Terms and Conditions of Service
Structure Frame 12 Replacement available for deformation, welding cracks, or fractures caused by quality issues. Self-modification, collision damage, or misuse are not covered.
Front Forks, Handlebar 12
Other Essential Components Pedals, Saddle, Fenders, Brakes, Brake Discs, Brake Rods, Brake Levers 12 Punctures, collision damage, or self-modifications are not covered.
Crankset, Chainring, Wheel Hub, Spokes, Derailleur, Freewheel, Chain, Bottom Bracket, Shock Absorber, Kickstand, Rims, Shifter 12
Electrical Parts Motor, Controller, Charger, Main Harness 12 Short circuits or failures caused by manufacturing defects are covered. Damage caused by water ingress or misuse is not covered.
Display, Throttle, Assist Sensor, Speed Controller 12
Headlight, Turn Signal, Taillight, Keys, Switches 12
Battery Lithium Battery 12 Battery retains up to 75% of original capacity after 300 full charge cycles (whichever comes first). Damage from water ingress or misuse is excluded.

Exclusions — Not Covered Under Warranty

  1. Normal wear and tear or damage from abuse, including:

    • Tyres

    • Inner Tubes

    • Spokes

    • Brake Pads

    • Accessories

  2. Damage due to neglect, accidents, or misuse.

  3. Improper charging or use of non-original chargers.

  4. Installation of third-party parts or accessories.

  5. Components modified or tampered with (battery, motor, display, etc.).

  6. Lost or damaged keys.

  7. Repairs or modifications performed by unauthorised persons.

Warranty Claims

All warranty claims must be submitted through Smartravel via
📧contact@smartravel.co.uk

Please provide:

  • Proof of purchase (order confirmation or receipt)

  • Photos or videos showing the defect

Before filing a claim, we recommend contacting Smartravel support first, as many issues can be resolved through basic troubleshooting.

Valid warranty claims made within 12 months of delivery will be processed by Smartravel.

Smartravel will not replace any part without receiving photo or video proof of the damaged item.

Note: Free replacement parts are provided under warranty. Installation or labour fees are not covered unless authorised by the Smartravel after-sales team.

Shipping Damage Claims

In rare cases, an item may arrive damaged due to transportation.
If this occurs, please contact contact@smartravel.co.uk within 14 days of receipt, and include:

  • Photos or videos showing the damage

  • Your order number

⚠️ Claims made after 14 days of delivery will not be accepted.
Free accessories with minor cosmetic scratches are not eligible for replacement or compensation.

Order Cancellation & Adjustment

Orders can be cancelled or adjusted before shipment.
Once an order has shipped, it cannot be cancelled.

To request cancellation or modification (product model, quantity, or shipping address), email:
📧 contact@smartravel.co.uk
Include your order number and request details.

  • Order Processing Time: 1–2 business days after placing the order.

  • Free cancellation applies only before dispatch.

Returns Policy

1. Non-Quality Issues

You may return unused products within 30 days of delivery.
Returns for subjective reasons (e.g. change of mind, wrong size) are accepted, but return shipping costs must be covered by the buyer.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Return Address:
Smartravel UK Returns Department：Unit 6  Kelvin way trading estate Birmingham West Midlands B70 7TN UK
(Please contact contact@smartravel.co.uk to receive the authorised return address before returning your product.)

Packaging Requirement:
Returned products must include their original packaging.
If missing, a repackaging fee may apply.

2. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect product, please contact contact@smartravel.co.uk within 30 days of delivery.

Provide:

  • Order number

  • Photos or videos showing the issue

Depending on the situation, Smartravel will provide either:

  • A free replacement (with free shipping), or

  • A full refund

Refunds

Once your return is received and inspected, you will receive an email confirmation.
If approved, your refund will be processed and issued to your original payment method within a few business days.

Partial refunds may be provided in cases of shipping damage or delivery issues.

Return & Warranty Procedure

  1. Provide proof of purchase.

  2. Submit photo or video evidence of the issue.

  3. Smartravel will assess and document the problem.

  4. If required, return the defective part for inspection.

  5. If the wrong item is returned or the defective part is not sent back, the replacement warranty becomes void.

Contact Us

📧 contact@smartravel.co.uk
🌐 www.smartravel.co.uk
🕘 Monday – Friday, 9:00 AM – 6:00 PM (GMT)